E-Commerce is changing the landscape of logistics – taking the relationship between corporations and their logistics provider into the digital age. This creates a business environment where machines seem to take on most of the interactions. But it is the “human” sales representatives who will continue to remain the key brand ambassadors, as illustrated by Rainer Schmid, Director Marketing & Sales DHL Freight. The logistics industry of the 21st century shows a massive focus on automated services, e-commerce, GPS-logistics, internet 4.0 and many more trends of our times. With these electronic tools the mutual effectiveness of collaboration between customers and partners is greatly enhanced for both sides. As an industry leading service provider it is clearly DHL’s ambition to increasingly develop and introduce superior innovative technologies to customers. At the same time we remain very aware that the logistics market is very different from selling books or shoes. Many of our valued customers are not only looking to buy a specific product, but a distinct and bespoke service arrangement which can consist of various individual logistics elements. In short, these clients are looking for a solution to a business challenge and it is there where human interaction is still the most effective form of mutual engagement. At DHL Freight our sales people are therefore not only well trained in conventional product sales, but specifically also in approaching clients consultatively. In order to create an effective logistics value proposition DHL sales representatives will first understand the critical business drivers of the customer and then compose the right logistics modules to a compelling value proposition. In short, our single and of course high-tech based DHL service elements are only cooking ingredients. The individual meal for the client is then composed by a consultative DHL team, consisting of human logistics sales experts. Please rest assured: even in times of an increasing dominance by e-commerce, DHL will continue to invest in providing you with outstanding sales representatives as key ambassadors of our brand experience! Therefore, we are very proud of the results given in the course of the customer satisfaction study of May 2016. Roughly 3.000 business customers in logistics appraised the quality of our sales representatives. We were credited with a very high performance rating, leading our competitors by ten percent. Thank you very much!